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- Tasks: Lead and support a dynamic call centre team during night shifts.
- Company: Join Careline Support Ltd, a growing company dedicated to helping retired homeowners across the UK.
- Benefits: Enjoy competitive pay, generous leave, and perks like birthday off and health screening.
- Why this job: Be part of a winning team recognised for outstanding customer service and make a real difference.
- Qualifications: Experience in call centres with strong leadership skills and emotional resilience required.
- Other info: Flexible 4-on, 4-off shifts allow for a balanced lifestyle and extended breaks.
The predicted salary is between 24000 - 36000 £ per year.
Job Title: Call Centre Team Leader – Night Shift
Location: Office based in Ringwood, Hampshire
Shifts: Rolling night shifts – 4 on / 4 off (20:00 – 07:30)
Package: Circa £30,000 plus excellent colleague benefits.
It’s exciting times at Careline Support Ltd in Ringwood and due to our ongoing success, we are recruiting for a Call Centre Team Lead to join our team in Ringwood, Hampshire. Our busy team has seen continuous and rapid growth since launching in January 2020, with our Careline Operators providing a dedicated telephone service for emergencies and non‑emergencies around the clock, to retired homeowners right across the UK.
About The Role
- Supervising, supporting and coaching operational call centre staff to carry out their duties effectively.
- Recruitment, training, induction, reviews, appraisals and performance management of the call centre team.
- Managing the duty rota and workforce planning to ensure the call centre is staffed appropriately at all times.
- Monitoring live and historical performance against Key Performance Indicators (KPI\’s), carrying out call audits and providing feedback in a timely manner.
- Providing statistical analysis and reporting of KPI\’s, team performance, resilience and integration of new business.
- Ensuring policies and procedures are updated and applied correctly.
- Taking investigative and remedial action into operational, service and system issues.
- When required, the Call Centre Supervisor will carry out the duties of a Careline Operator to support delivery of the service.
About You
Our new Careline Team Lead will be in an existing Call Centre, Control Room, Careline or Telecare environment. Knowledge of Careline or the telecare industry, coupled with experience of the TSA audit process would be desirable.
Your CV will demonstrate a proven track record of success in managing people, organising resources, roster management, analysis, reporting and systems technology.
The nature of what we do demands a high degree of emotional resilience to handle calls that may be distressing in nature whilst supporting a team of Operators to do the same. You will be able to perform under pressure whilst remaining calm in a crisis, acting as a role‑model for the team.
As we are a 24/7 service, it is essential that the Call Centre Supervisor demonstrates a ‘can do’ and flexible attitude to support the team and hours of work. This will include spending time with the night team on occasion and taking a share of the ‘on call’ rota.
You will be IT literate, experienced with MS Office (including Sharepoint/OneDrive) and other call centre or customer database systems. You will possess a high standard of written and spoken English, numeracy and analytical skills.
How You\’ll Be Rewarded
- Competitive salary
- 227 hours annual leave
- Extra day off on your Birthday
- Life assurance
- Health screening
- Eye care vouchers
- John Lewis vouchers for expectant parents
- Reward card
- Employee Assistance programme
- Rewards for colleague, client and land referrals
- Group pension scheme
- Opportunities for CPD and career progression across the group
About Us
As part of the Churchill Living group of companies, Careline Support Ltd provides a telephone support service to over 11,000 retired homeowners in the UK, supporting them to achieve a safe and secure lifestyle and enjoy their retirement.
In 2023, Careline were delighted to win the Outstanding Customer Service Award at the industry‑recognised ARMA awards ceremony, underpinning the great work that our team deliver every day.
We are committed to maintaining a first‑class level of service at all touch points. The creation of Careline has enabled us to elevate our service and our amazing call handling team ensures that no‑one is left alone in an emergency.
We are looking for the very best person to join our business and be part of the next exciting chapter. If you feel you have the skills and attributes to make a difference, apply today!
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Call Centre Team Leader - Night Shift employer: PPT Salon
Contact Detail:
PPT Salon Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Call Centre Team Leader - Night Shift
✨Tip Number 1
Familiarise yourself with the telecare industry and the specific services offered by Careline Support Ltd. Understanding their operations and values will help you demonstrate your genuine interest during interviews.
✨Tip Number 2
Highlight your leadership experience in previous roles, especially in call centre environments. Be ready to share specific examples of how you've successfully managed teams and improved performance metrics.
✨Tip Number 3
Prepare to discuss your approach to handling distressing calls and supporting team members in high-pressure situations. Show that you possess the emotional resilience required for this role.
✨Tip Number 4
Be proactive in showcasing your IT skills, particularly with MS Office and any relevant call centre systems. Consider bringing examples of reports or analyses you've created to illustrate your proficiency.
We think you need these skills to ace Call Centre Team Leader - Night Shift
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in call centre management, team leadership, and any specific skills related to the telecare industry. Use keywords from the job description to demonstrate your fit for the role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for the role and the company. Mention your experience in managing teams, handling stressful situations, and your understanding of the Careline service. Be sure to explain why you want to work specifically for Careline Support Ltd.
Highlight Key Achievements: In both your CV and cover letter, include specific examples of your achievements in previous roles. This could be improvements in team performance, successful training initiatives, or effective management of resources. Quantify your successes where possible.
Proofread Your Application: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for a leadership role.
How to prepare for a job interview at PPT Salon
✨Show Your Leadership Skills
As a Call Centre Team Leader, demonstrating your leadership abilities is crucial. Prepare examples of how you've successfully managed teams in the past, focusing on coaching and supporting staff to achieve their best.
✨Understand the Industry
Familiarise yourself with the telecare industry and Careline's specific services. Being knowledgeable about the TSA audit process and current trends will show your commitment and understanding of the role.
✨Demonstrate Emotional Resilience
Given the nature of the calls handled, it's important to convey your emotional resilience. Share experiences where you remained calm under pressure and supported your team during challenging situations.
✨Be IT Savvy
Highlight your proficiency with MS Office and any call centre systems you've used. Be ready to discuss how you've utilised technology to improve team performance or streamline processes in previous roles.
